Complaints

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• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 15, 2024
  When we checked in, the person said we could pull right up to the doorwall to unload, after
  getting into the room.
  Actually, there is a steep berm between the parking spot and the doorwall. I was unable to climb
  that berm and had to park at the opposite end of the building and walk down the hall. I am
  mobility impaired so it took more effort. (See pic 1 )
  June 16, 2024
  The next morning, I drove to the front lobby to get breakfast. (There is no interior way to get to
  the breakfast room from our room without climbing stairs.) I entered the lobby and looked for the
  breakfast area. when I didn't see it I went to the front desk and asked where the food was. a
  guest was standing there and said I just passed it. I said I didn't come in that way I drove from
  the back of the buildings. I commented that you can't go anywhere between the buildings
  without encountering steps between the buildings and it was easier just to drive around. (I was
  clearly walking with a cane.) I asked the person at the front desk named Mary Beth or Mary
  Jane something like that if she could check to see if there was one of the rooms in the front
  available for the next night because you could back right up to the doorwall. She said she would
  check, but I should probably find another hotel that has elevators.
  June 16, 2024
  The second morning, I made another reservation using points for that night at the same hotel.
  10:35 am, I contacted the front desk to let them know I had made another day's reservation.
  Mary something, answered the phone. I told her we were staying another night, that I had made
  the reservation. she said I thought I told you to stay in another hotel. I told her I got my walker
  out of the car to be able to navigate the distance. She said that if we needed to extend anymore,
  to stay somewhere else. I did not understand that. it seemed to me that it was a nuisance to have me there because I am mobility impaired.
  
  THE INCIDENT
  12:44 pm, a call from *** *** **** *caller ID shows name as ***** ******) came in to my
  phone.
  
  12:46pm I returned call at *** *** ****
  The person that answered the call would not identify himself when I repeatedly asked who I was
  speaking with. I asked if he was the manager on duty, he said no, he was just a person that
  worked there.
  He yelled at me in a clearly intimidating, hostile tone, that we would need to immediately get
  our things and pet out of the room, that they would not extend our stay. I asked why several
  times, he said he would not give ANY information until I got to the front desk.
  He stated that my reservation for the extended night would not be honored nor any further
  reservations at that location.
  I REPEATEDLY asked why, and was told that he would give no information over the phone.
  I told him that I was more than an hour away and I would be there in about an hour and a half.
  
  My son saw the voice mail and listened while i was on the call. We were both visably shaken by
  this encounter from out of the blue, and worried that someone there would do something to our
  belongings and pet.
  I contacted the Choice Hotels and filed a complaint:
  Mon 6/17/24 12:53 complaint
  ticket number ********* The person taking the complaint said the problem that was listed was
  with 1st floor, pet, which does not make sense. The person was just reading from my
  reservation which requested first floor, pet.
  
  1:48 pm we arrived at the hotel, my son insisted on going to the front desk without me to deal
  with the situation.
  (This was told to me doesn't show up anywhere I mean what do you want what are you looking
  for can't by my son after we left the premises:)
  He went into the front desk and there was a woman at the front desk.
  ? He told her he was from the room, that, that he was trading key or getting a new key or
  whatever.
  ? She asked “so you're checking out,” he said, “I guess so.”
  ? she (the woman at front desk) was doing stuff on the computer, then she's walking
  around.
  ? She leaves the front desk and goes into some room in the back. She's gone for a while.
  ? A man appears in the lobby with her and she says this guy “Tony” is going to just make
  sure that the key works.
  ? So he walked down to the room with this guy who had the key. He opened the door so
  that my son can go into the room.
  ? My son starts trying to assess the situation, to put stuff away, into luggage and bags.
  ? He tries to explain to “Tony” that his mom cannot go up the step (a berm between the
  outside doorwall and the parking lot where the car was on the outside) because it's too
  steep, she will need to use the door down at the end, which needs to be unlocked so she
  can get in.
  ? My son was trying to be nice. He was trying to say that he doesn't want me to have to
  wait by the door. (It was 91 degrees, I am elderly, and mobility impaired.)
  ? He asked “Can I have the key so I can let her in?” Obviously, at this point, “Tony” knew
  that the key worked but he didn't want to give my son the key.
  ? “Tony” was saying, “ I have the key I'm holding it, you put your stuff in the bag and I can
  open the door for you.” He remained in the room while my son started packing.
  ? He made it clear he was NOT giving the key to my son.
  
  This was happening while I was driving around to the room. I had to park at the far end of
  building where the building entrance is located. I waited outside a few minutes for someone to
  open the door and let me in. Finally, I walked down the outside sidewalk that led to the room
  doorwall.
  
  At this time, I still had no idea what was going on. My son filled me in with his details later.
  When I arrived at the doorwall, I saw “Tony” hanging in the room, and asked him to wait outside
  in the hall for about 20 minutes while we got out things out, requiring a few trips. He complied.
  2:20 pm, when I finished, I was walking down the hall to leave, I saw “Tony” hanging at the
  building exit door and asked him to go back to the room with me to verify the room was not
  damaged by us. He complied, and acknowledged we did no damage.
  NOTE: the car outside temperature showed 91 degrees. (See pic 3)
  
  AFTERMATH
  Not only was this a harrowing experience, but it became a life-threatening situation shortly
  thereafter.
  We had no place to stay that night. We headed toward Pittsburgh and stopped for food and try
  to figure out where to stay. During that stop, a severe thunderstorm started while we were
  eating in the car. The storm caused power outages where we were. There were downed power
  lines. (See pic 4)
  *****************************************************************************************************
  ************************************************
  *************************************************************************
  We saw on our route, traffic was stopped, (We later found out a grain silo was blown onto the
  highway blocking traffic.)
  We saw on our route, traffic was stopped, (We later found out a grain silo was blown onto the
  highway blocking traffic.)
  
  
  
  RESPONSE TO COMPLAINT FROM HOTEL
  June 19, 2024 4:03 pm
  Response to Complaint from Heather V******* Catering Manager at hotel.
  “Good afternoon *** ****** my name is Heather and I am the Catering Manager here at the
  Comfort Inn & Conference Center. I was out of the office for a few days and when I got back into
  my office yesterday afternoon, I saw your guest comment that came through Choice about not
  being able to extend. I couldn't find any answers last night or I would've gotten back to you
  sooner, but today I spoke to one of the owners. Last week, we had a couple situations with a
  particular room, which happened to be the room that you were in and unfortunately, we had to
  ask them to vacate and they were not allowed back. Well the next day, they saw someone in the
  room and they thought that they got back into the room somehow. So that is why someone left a
  note saying you couldn't extend your room. I am so sorry about this miscommunication and I
  understand you being upset. I just wanted to reach out and apologize to you and let you know
  that you did absolutely nothing wrong, and honestly, I am embarrassed that I even have to
  explain this to you. I wanted to do something for you so I am going to apply 10,000 Choice
  Points to your account and you can use them towards any Choice Property of your liking. Again,
  I am so sorry about all of this. Please feel free to reach out to me if you need anything else.
  Sincerely,
  Heather V
  --
  Heather V******
  Catering Sales Manager
  * ************
  *********************************
  Seasons Event Center Seasons Event Center Located within
  Comfort Inn & Conference Center
  699 Rodi Rd.
  Pittsburgh, PA 15235
  * ************ * *************
  
  ******
  I do not understand this “explanation.”
  “...they saw someone in the room and they thought that they got back into the room somehow.
  So that is why someone left a note saying you couldn't extend your room.”
  The hotel had my name, my address, my payment information, my phone number, my Choice
  rewards number. At least 4 staff members saw one or both of us. It does not make sense that
  they thought a previous guest was still staying there.
  
  CONDITION OF THE ROOM (Pic 2 & 3)
  Filthy carpet
  Filthy drapes
  Doors dirty
  HVAC did not have a top on it
  Doorwall window cracked and filthy
  Doorwall jamb had metal exposed the majority of the length of jamb with pieces of wall missing,
  exposing the lumber support
  Chair filthy
  Refrigerator did not keep food cold, had to throw it away
  Bathtub fixtures corroded
  Bathroom towel holder with clean towels located IN THE SHOWER
  Bathroom light switch located in shower stall. My son got a shock when he turned the light off.
  Hallway walls were marked up and had chunks of wall missing
  Hallway carpet filthy/stained
  Cement at entry door cracked
  Card reader at door requires several card passes to open
  Outside wall where card reader is has chunks of paint and wood missing
  Google Reviews
  Other people had negative things to say both before and after our stay. (See Pic 5)